Updating policy stuck at "Awaiting Policy Transfer"

Hello alizza78,

the PPI.ProxyConfig_ sections are normal. You'll find them - slightly different - in the configuration files of the other endpoints as well. In particular AllowLocalConfig = 0 indicates a managed installation and that there is just one other line with ProxyPortNumber = 8080 suggests that this the initial policy built by setup.exe. 

When a policy from the console is received and applied it's always the complete policy. After installation of the Endpoint components the status should be Awaiting policy from console ..... Anyway, if you see a status then RMS is basically working. Previously the RMS component was managed and updated by the Endpoint product but it has recently been put under the control of SUM. Did you ever reboot after installing SUM? Or just restart ... hm, is only the Updating Policy Awaiting ...?  - then restart the AutoUpdate service.

Christian 

Hi Christian,

you are correct.

Essentially, i was doing an update of the Sophos Console from 5.21 to 5.22, and I use a separate SQL server, so have to run the database scripts first. I wasn't paying attention, and botched the database update (as in wiped it clean!), but didn't realize until had already installed the 5.22 update. 

So, no problem, reinstalled 5.21, restored database, The primary site running the console and SUM was fine, however my other SUM server, the one having the issue, was stuffed The SUM wouldn't update, so i had to reinstall SUM. All the clients worked, fine but the actual SUM server, because i didn't have time to get it working straight away, I used the primary SUM distribution point temporarily, and i did reinstal sophos on it directly from the primary SUM distribution point.

When i had time, I reinstalled SUM, pointed the clients back, and it was all fine. However, the actual server running SUM updates fine, but only the updating policy is only showing as awaiting policy update. It applys the primary source server fine, but it doesn't apply the other policy parameters, such as frequency etc. The exact same update policy works fine on all the other clients though.

At this point, i am waiting on approval of a Sophserv support account, and i will put in a support request. This is my first issue, so I have never acutally contacted support.

I have tried everyting you suggested, but am out of ideas. It's either a residual setting on the server from a file or the registry,or a setting in the database, because even after total uninstall and reinstall and multiple reboots, the exact same settings keeps returning.

Hello alizza78,

It applys the primary source server fine, but it doesn't apply the  other policy parameters

it doesn't apply the console policy at all - this is just the initial install location (i.e. the location setup.exe is run from). Does it comply with the other policies (e.g. Anti-Virus and HIPS, Tamper Protection).

To narrow down the problem please stop and start the Sophos Agent service, then request Comply with -> All Group Policies from the console, wait a few minutes and then check (and post) the agent log. BTW, if you view the secondary SUM in the console's Endpoints view, tab Computer Details: Is the timestamp in the Last message time column more or less current? 

Standard support is included with the license, you can contact Support at any time (phone, web form, or email).

Christian

Hi,

I managed to resolve the issue myself. There was something wrong with the endpoint as well, it was updating, but it was showing wasn't showing 'Matches' and when I tried to force an update, it wouldn't update. To fix it, I performed the following:

• Removed all sophos software from the machine. Rebooted, delete any lingering configuration files
• Change all references in policy to primary SUM to allow deleteion of endpoing and computer object
• Reinstall SUM on machine, configure and update. Reconfigure policies to point to new SUM.
• After successful reinstall of SUM, machine reappeared in console in normal container, reprotected, and all policies successfuly applied. Rebooted and everything back in compliance.

There was definitely something wrong with the iconn.cfg file. The reference to the proxy was causing a communication issue. i actually checked a backpup of the file before the update and there was no reference to a proxy. After a complete reinstall, the settings are as they were without reference to the proxy.

Regards